3 years ago 9/29/2022

Updates & Bug Fixes

Release Date: 10/06/22:

CX Manager

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases and in outbound emails.

Cases

• Updated the Cases Views picklist to allow for more than 25 Case Views
• We added file preview to uploaded files on the Platform. This will allow users to be able to preview the contents of a file before downloading the file to their computer (note: this is only available on the new Case screens that are currently in beta)
• We added the ability to filter the Events that show in Panel 2 of a Case by the type of Event (Note: this is only available on the new Case screens that are currently in beta). You can apply one or more filter(s) to narrow the Events of a Case to just the events you're interested in seeing. For example, you can filter to only see Notes that were added and when the Owner of the Case changed. This will allow users the ability to reduce the noise of the Case Events and focus on the events they care about.
• The Display Only Resolved Date/Time field that shows the date and time that a Case was resolved is now part of the default Case layout in the Resolution block.

My Work

• We improved the load time of the My Work screen so it now loads faster.
• We fixed a bug that periodically caused the Insights counts to be incorrect on My Work.

Automations

• We fixed an issue that prevented some users from creating new or editing existing Automations.

Knowledge

• We fixed an issue where users using SSO for the external Knowledge Library were sometimes incorrectly routed to the wrong external Knowledge URL when multiple Libraries existed.

Integrations & APIs

• We fixed an issue in API v3 where Contacts would be improperly matched on partial first name or last name matches rather than the requirement of a full name to match.

Virtual Assistants

• You can now click on the main section in the left navigation bar to bring you back to that list.
• We added an “Expected Performance" section to the Review Deployment page to offer more insights into Bot Performance before deploying a Draft Virtual Assistant to Production.
• We have added three additional settings for users to better configure their global fallback and article search flows. Now users can set the maximum number of articles that should be returned on search. Users can also tweak their global fallback flow triggers by customizing the fallback thresholds and matching values, giving them the ability to customize the fallbacks from bot conversations according to their specific use-case.
• We updated our Flow criteria so if an Entity exists as a Message Response, only Any Response and No Response responses should be permitted.

Reporting & Dashboards

Columns & Filters

• Added a new column option for Notes on the Cases Report. This will allow you to add a list of all Notes added to each Case along with who added the Note and when. You will also be able to filter Case Reports by Notes.
• Added two new column options for File Names and File Details on the Cases Report. File Names will allow you to add a list of the names of all Files added to each Case. File Details will have additional information including who added the file and when along with a URL to access that file. You will also be able to filter Case Reports by Files.
• We added the ability for users to Filter Case Reports by Tags.
• We added Product ID as an available column on the Products Report.
• We fixed an issue where adding a Filter for Category on the Cases Report would not display the proper picklist of Category options.
• We fixed an issue where Cases Reports using the "Escalation Reason" column displayed the Escalation Reason ID instead of the text label.
• We fixed an issue with the Cases Report where the filter for 'Escalated' Cases did not properly filter the results.
• We fixed an issue where Filters would display the field's value ID rather than the text label in the Filters list.
• We fixed an issue where the start date and end date were not properly functioning for the Standard Forms Report.
• Note there are a few fields under Report Filters that still function but don't show up under Filters options now. These are: Case Tyle, Source, Resolution, Category, and Customer Segment. These will be added back in the next release.

Styling & Usability

• We updated the styling of the Report Name and Records Count at the top of a Report.
• We added a scroll bar on the Filters tab so you can now access all Filters on a Report that has enough filters to push the list past the bottom of the screen.
• We added a scroll bar on the Folders section of the Reports homepage so can now add more folders and scroll to see them all.

Deprecated Data

• We removed a number of field options from the Cases Report that are deprecated fields such as Cases Source Data (different than Source) and HP Checkout fields.
• We removed one of the duplicate Priority fields from Columns and Filters on the Cases Report that showed a numeric value rather than the Priority string value (e.g. Low, Medium, High).
• We removed one of the duplicate Waiting Reason columns from the Cases Report that displayed the Reason ID rather than the text string.

Admin & Settings

• We fixed an issue where Users were unable to access Journeys on page 2 of their list of Journeys.
• We fixed an issue where certain fields were unable to be re-added to a Layout once they were removed from that layout.
• Fixed a bug where Users were still able to edit other User profiles if they had the Manage Users permission disabled.

Alan Finlay

3 years ago 9/21/2022

Analytics for Virtual Assistants

Hello, OvationCXM world!

We are happy to announce to you our Analytics Platform for Virtual Assistants. Now it is easier to understand and evaluate your Virtual Assistant's users, usage, and performance with our interactive dashboard that comes with a whole lot of valuable visual insights.

Aim:

To help you better understand how your Virtual Assistants are performing, whether the conversation flows are working as intended and which ones need improvement.

Analytics available now:

Usage Analytics:

• Added the Charts on AssistantHit-Rates and Resolutions-Statuses to provide insights on how the assistant is handling the conversations.
  • The charts will show the proportion of the reasons responsible for hits and misses on the assistant.
  • It will also drill down to present the resolution status of the issues handled by the assistant.
• Added the Idle Misses and Response Misses tables to drill down on exact user messages, assistant responses, and associated flow to understand where Idle misses or response misses are happening.

User Analytics:

• Added the Number of Users graphs to show the number of existing and new users who accessed your assistant.
• Added the Returning Users graphs to show how much percentage of previous users returned on that day to your assistant.
• Added the Retention Matrix to better understand the user behavior and present the pattern of how many prior users are returning for the following 12 days.

Conversation Analytics:

• Added the Intents by the number of Utterances charts to present the intents that the user's messages matched most frequently.
• Added the Intents by the number of Conversations charts to show the intents that were involved in the most conversations.
• Added the Top Intents by High Confidence charts to provide insight into how confident your top-performing intents are at matching utterances. See which intents are the most confident.
• Added the Top Intents by Low Confidence charts to provide insight into the intents with the lowest confidence scores.

Training Analytics:

• Added the Stats Summary to provide the composition of keywords added and associated with each knowledge base, intent, entities, Q&As, and triggering phrases for training.
• Added the Performance Summary to better evaluate and understand the performance of intents during Model Training.
  • The graphs and charts will provide insights on Accuracy, Precision, Recall, and F1 score for intent during the training, helping you understand which intents need improvement to better train the assistant.
  • The Insights will also drill down on true positives, true negatives, false positives, and false negatives to provide insights on what exactly needs improvement and how to improve those intents.
• Added the Training History graphs to present the performance history of each training of the assistant to help monitor the assistant's improvement/degradation over the course of different deployment iterations.
• Added the Confusion Matrix to report on the number of confusions occurring between every two intents. The higher the confusion number, the more likely they are overlapping; hence recommended to either modify or delete one of the confused intents.
• Added the Confusion Report on exactly which phrases in predicted intents are causing the overlap with actual intent to provide insights on which phrases for these intents need to be changed.

Rollout Plan:

We will be adding the Virtual Assistants Analytics Dashboard for partners with Virtual Assistants and Dashboards Access. Please email product@ovationcxm.com if you would like access to the Virtual Assistants Analytics Dashboard.

Vaibhav Gupta

3 years ago 9/6/2022

Release Date: 09/23/22:
With this release you will notice a small branding update when you log in. You can read more about the rebrand here: Boomtown Rebrands to OvationCXM

CX Manager

Cases

• Fixed a bug where the Resolution Date/Time field on a Case in edit mode was showing the Created date/time when the data was actually blank.
• Fixed an issue where resolving a case in the same flow where you created the case didn't post a resolution event to the Case Event timeline.
• Updated our standard Merchant ID (MID) field on Customer Locations to allow alphanumeric MIDs instead of only numeric MIDs.
• Updated the Case Management flow to default the value for the Select Survey when an organization only has one Customer Acceptance form configured.
• Added an error message to Cases when a User tries to add a form to a Case via the Actions > Add Form workflow and the form has no fields configured.
• Fixed an issue where if the Owner User of a Case sent an inbound email to the case from their email client, they were removed as Owner User from the Case.

Communications

• Fixed a bug where circumflex accents were sometimes showing in the email threads in the Communication Panel of Cases.
• Added functionality to increase reliability of messaging workflows.

Knowledge

• Clicking the Cancel button in an article will now ask you if you wish to discard the draft that gets created after clicking Edit on a Published article or ask if you wish to save your changes if you are in a saved draft.
• Fixed a bug in the external Knowledge Library where the 'What's in this Article?' headers were not highlighting properly; they should now be highlighting in accordance with user click.
• Fixed an issue where users would periodically not be able to edit an Article after it had been published.

Journey Orchestration & Automations

• Fixed an issue where Users were unable to access more than 25 journeys in Settings.

Integrations & APIs

APIs

• Fixed a bug on our customer/put API to only accept full matching on the MID field and not allow partial matches.

Virtual Assistants

• Updated the navigation within Bots so that clicking the main section menu in the left navigation now takes you back to the main list view for that section. For example, when you are in a specific Flow and you click on Flows on the left, you will go back to the list of all Flows.
• Fixed a bug where Training a Virtual Assistant failed when a Flow had a disconnected Start Node.
• We will begin rolling out a new set of Bot Analytics, which we will cover in a separate post.

Reporting & Dashboards

• Fixed a bug where the Knowledge Activities Report failed to run for certain organizations and date ranges.
• Fixed a bug where the values of Form Reports were sometimes not matched to the correct header rows.

Alan Finlay

3 years ago 9/5/2022

Release Date: 09/12/22:
We released a small update with the following changes:

1. Fixed a bug where a user refreshed a Customer screen and it returned a blank screen.
2. Fixed a bug preventing users from properly editing and publishing Knowledge Articles.
3. A number of general performance improvements across Case and Messaging products.

Alan Finlay

3 years ago 8/17/2022

Release Date: 09/01/22

CX Manager

Cases

• Tag Field Dependencies - We've updated our Case Tag functionality in the Platform to allow organizations to define which Case Tags should show when a specific Category is selected. When setting up Case Tags, organizations can define a list of Case Categories these Case Tags should show for. If no Categories are listed, the system will function as it does today and the Case Tag will show for all Categories. This functionality will allow organizations to be more granular with their Category and Case Tags to provide better reporting on the types of Cases they receive. Note this is only on the new Cases screens.
• File Upload UI - We updated the File Upload functionality on Cases to remove the File Type field and allow drag and drop from your computer into the File Upload field (note this is only available on the new Cases screen). Note this is only on the new Cases screens.
• Open in New Tab - We've updated the Platform to allow users to open content in a new browser tab via CTRL + click (windows), CMD + click (mac), or right click and then selecting Open in a New Tab for specific activities. This includes opening the Settings menu (Avatar in top right > Settings), Chat Tiles, the Case Cards from My Work (only accessible on the new Cases screen), The Case Cards from the Case List (only accessible on the new Cases screen), Customer Cards in the Customer activity (only accessible on the new Cases screen), and Historical Cases in the first panel of the Case (only accessible on the new Cases screen). Note this is only on the new Cases screens.
• Events Line Spacing - We updated the Events timeline to retain and show line spacing that users input for Notes, Case Description, and Troubleshooting Notes field to make these long text field content easier to read. Note this is only on the new Cases screens.
• Fix an issue with the calculations on the Insights tab for the Solved Cases section, which will make the data more accurate going forward.
• Fixed a bug where resolving a Case set to Waiting caused the status of the Case not to turn to Resolved for reporting/dashboards.
• Fixed an issue where users were unable to refresh a Case View/List that had zero results.

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Organizations should now properly save.
• Fixed a bug where the line spacing between search results in the external Knowledge Library was incorrect.
• Fixed a bug that prevented the KB Activity Report from running when selecting a date range that spanned months (9/6 release).

Alan Finlay

3 years ago 8/16/2022

New Knowledge Editor

We are excited to roll out the new Knowledge Editor which boasts a single-panel layout and offers a more streamlined user experience.

To improve the experience of writing, editing, reviewing, and configuring articles on our Knowledge Editor, we optimized for two drivers: usability and productivity.

• Focused Workspace - we moved to a single-panel layout for more editorial real estate and a more intentionally arranged right pane which can be minimized or expanded as needed.
• Article Details - tabs are used on the right pane to organize article activity and metadata into natural groupings for better navigation and a cleaner look.
• Events - the Article Events Timeline can be found in its own tab and can be filtered, paving the way for future updates in support of auditing use cases.
• Session Timeout Recovery - if unsaved changes are made to a draft and a session times out, those unsaved changes will be retained, and the user will be prompted to apply those changes upon launching the next session.
• Preview Screen - created a new preview function to accurately display the Article preview inside the application.

This set of changes provides the scaffolding for future changes to come, from further Event logging enhancements to new features in To Do such as Article Approvals.

Please email product@goboomtown.com if you would like access to the new Knowledge Editor.

Paige Camerino

3 years ago 8/5/2022

Release Date: 08/19/02

CX Manager

Cases

• Fixed a bug where duplicate events were showing on the Case events when a Case was escalated or de-escalated.
• Fixed a bug where the status on Contacts was showing incorrect values.

Communications

• Added the ability for users to add multiple quick replies to one response in the Communication channel composer (panel 3 of the Case screen).
• Improved connection performance of our chat, email, and SMS communication channels.
• Fixed a bug where the first message sent by a virtual assistant was sometimes not displaying to users in the Case in the Communication panel (panel 3 of the Case).
• Fixed a bug where some outbound SMS messages were not being received by external users.

Knowledge

• Fixed a bug where bulk sharing or un-sharing articles wouldn't save; articles that are shared or un-shared from Orgs should now properly save.

Smart Buttons (Web & SDK)

• Fixed a bug where the unread message counter on webchat would sometimes show more unread messages than were actually there.

Admin & Settings

• Fixed a bug that prevented new Products added to the Product Index from showing in search results immediately after adding.
• Fixed a bug where the Default Team picklist in Settings was only showing the first 25 teams in an Organization.

Alan Finlay

3 years ago 7/21/2022

Release Date: 08/02/22:

CX Manager

Communications

• Fixed a bug where emails sent from the platform would sometimes display  symbols in the email threads.
• Improved connection reliability of our chat, email, and SMS communication channels.

Knowledge

• Fixed a bug that allows users to view an Article via Comments without errors.
• Fixed a bug where a cloned Article would surface in a Knowledge search despite searching for the original; searches should now match correctly.
• Fixed a bug where bulk adding Products and Tags to articles would remove them from Labels; Products and Tags should now be correctly applied to Labels whenever they are added in bulk.
• Fixed a bug where Related Articles manually added to a Knowledge Article were not saving or previewing correctly on the Article.
• Fixed a bug where users were unable to remove a product associated to an Article.

Admin & Settings

• Fixed a bug where Users with all-numeric User IDs were unable to see and use the 'User's Name (Me)' option when assigning Cases.

Veronica Weisman

4 years ago 7/15/2022

Release Date: 07/19/22:

CX Manager

• Fixed a bug where some Cases in a Resolved Status were not moving to a Closed Status after 14 days.
• Fixed a bug where some Cases were setting the Resolved Data on creation rather than when they were moved to a Resolved Status.

Alan Finlay

4 years ago 7/7/2022

Release Date: 07/07/22

We fixed two issues that were impacting users:

• Periodically the Case Events timeline would not load when opening a Case and it would only show after refreshing the page.
• Inbound emails with attachments were not always showing the body of the email in the communications panel.

Alan Finlay

4 years ago 6/24/2022

Release Date: 07/05/22:

CX Manager

Communications

• Fixed a bug where emails sent from the platform would display  symbols in the email threads.
• Fixed a bug on Automation Engine that prevented emails from being sent to Customers and Users.
• Updated how secure links open in the Platform so they open in a new tab instead of opening in the existing tab.

Cases

• Fixed a bug where Cases set to Waiting for a specific set of time were returning to Ready status early without any input or change on the Case.
• Fixed a bug where users were not required to input a Waiting For reason when setting a Case to Waiting even though the field is marked as required.
• Fixed a bug where setting a Case’s Resolution Status to Unresolved moved the Case directly to Closed instead of moving it to Resolved.
• Fixed a bug where the timestamp on the Events panel of Cases would be slightly cut off on small monitors and/or 720p resolutions.
• Fixed a bug where the type-to-search for Owner Users on Cases was not working when using the Assign a Case action.
• Removed the Customer Name prefix from the top of the Customer Location panel to reduce confusion for Users.
• Fixed a bug where clicking on a Case card in Global Search would sometimes not open the Case.

Knowledge

• Fixed a bug in the external Knowledge Library where Labels and Sub-Labels were sometimes misaligned.
• Fixed a bug where H2 headers in the Articles editor were not wrapping correctly.
• Fixed a bug where the What's In this Article section could break in the modern theme and become un-scrollable and overlap with other elements on the Article.
• Fixed a bug where the main Edit Toolbar in Articles would sometimes disappear when a sub-toolbar menu was expanded.

Smart Buttons (Web & SDK)

• Added a feature to enforce a customer selection on the SDK configuration to make sure customer-dependent SDK workflows do not break at runtime.
• Fixed a bug where changing the Route Issue To field on WebChat Configurations didn’t save consistently.

Virtual Assistants

• Updated the Last Trained date/time format to make it easier to quickly read.

Integrations & APIs

• Fixed a bug where Cases created through the Phone APIs were not always creating Cases attached to Customers that matched the phone number passed via the API but instead creating a dummy Customer in the platform.

Reporting & Dashboards

• Fixed a bug where the Sponsor Org, Sponsor Team, and Owner User filters in the Reporting Engine were showing blank picklist options.
• Fixed a bug where IDs (tag, label, etc.) were previously not rendering in the exported report.

Alan Finlay

4 years ago 6/12/2022

Release Date: 06/21/22:

Knowledge

• Fixed a bug that prevented Knowledge Editors from nesting lists in Articles upon indenting.
• Fixed a bug that prevented Editors from changing the formatting of ordered sublist without affecting the entire ordered list.

Journey Orchestration

• Fixed a bug so when you select an Alert Template under Send Email to Customer in the Automation Engine, it now saves the correct template and will send it to the Customer when the Automation runs.

Smart Buttons (Web & SDK)

• We released new versions of all SDKs and mobile applications that have enhanced chat performance and reliability.

Virtual Assistants

• Made some UI changes to builder Nodes, giving them rounded corners as well as updated styling for the Start and End Nodes.
• Made further UI changes to User Response Nodes, ensuring that the grey background is full width of the Bot Message node.
• Updated the outline color of Nodes and the connector lines on button click.

Reporting & Dashboards

• Fixed a bug where filtering a report by the "Resolved" or "Created" field included a non-optional time stamp. The timestamp is now optional with these filters.

Admin & Settings

• Fixed a bug where the Unsecure File Types field in Settings was not allowing Unsecure Files of the types specified to show in the Platform.

Alan Finlay

4 years ago 5/26/2022

Release Date: 06/07/22:

CX Manager

Communications

• Updated the email CC field on the Communication Panel of Cases to display the CC recipient’s name and email address.
• We added email validation to the CC email field on the Communication Panel of Email Cases to ensure only proper emails are input into the CC field.
• Updated how inbound email images are stored to fix an issue where some email clients would display certain images in outbound emails as broken images.

Cases

• Updated our Case workflows so when a Case is reopened, the Owner User on the Case will be removed, returning the Case to the Unclaimed queue to ensure that the Case does not get missed due to shift changes, vacations, etc.
• Fixed a bug where some screens in the Platform were not scrollable using the mouse scroll wheel.

Knowledge

• Fixed a bug that caused the KB Activity Report to fail when running.

Virtual Assistants

• Updated our Virtual Assistants to automatically leave the conversation once a Boomtown user begins chatting with a customer. This is a feature that must be turned on (Bots > Settings > Advanced > Turn on Conversation Halting for either User Chat or User Join or Both).
• Fixed a bug where Articles clicked in webchat were not always opening to display the Article content.
• Added the ability for bots to seamlessly route conversations across organizations when working with Service Provider Organizations.

Alan Finlay

4 years ago 5/11/2022

Release Date: 05/24/22:

CX Manager

Communications

• Fixed a bug where emailing into a closed case sometimes didn't create a new Case.
• Fixed a bug where incorrect character symbols were displaying in email threads coming from Boomtown.
• Fixed an issue where secure emails sent into a Case were not displaying properly in the Communication Panel.

Cases

• Fixed a bug where customizing the Page Layout for a Customer Location did not update the layout when viewing a Location from the Case screen.
• Fixed a bug where Work Order submissions sometimes created two Work Orders on submission.

Knowledge

• Updated the external Knowledge Library so when an unauthenticated user goes to an Internal Article it displays a message saying they do not have access to that content. Note that if there are Public Articles in the same Label, that user will be routed to the Label instead of the Article.

Integrations & APIs

• Fixed a bug where API cases imported as "Closed" were displaying incorrectly in RD4.

Reporting & Dashboards

• Pushed an update to wipe the Resolved Timestamp on a Case that gets reopened to allow the Case to capture the new Resolved Timestamp when the Case is resolved again.

Admin & Settings

• Fixed a bug where a TypeError was being shown when editing a Work Order Layout.

Performance

• Optimized load times for the Customers list screen.

Alan Finlay

4 years ago 5/2/2022

Release Date: 05/10/22:

CX Manager

• Fixed a bug where setting a Case to Waiting, Return to Team (and not Owner User), didn't reassign the case to the Team when waking.
• Fixed a bug where sometimes emails sent from a Case with multiple in-line attachments were not showing up in the Communication Panel of the Case.

Knowledge

• Editors can now add captions to images, videos, and media in Articles.
• You can now export Articles to PDF and the text and tables will not get split between pages.
• The Events Timeline has been updated to include filters that allows the Knowledge Manager to filter to certain event types depending on their needs. Events can be turned on and off as needed.
• You can now resize images by typing in pixel size rather than only drag and drop.
• The 'Last Updated' timestamp on Articles now reflects the last time the Article was updated. For published Articles, this will reflect the last time the Article was Published. For Drafts, it will show the last time the Article was edited and saved as a Draft.

Integrations & APIs

Connectors

• Updated the authentication of our Seismic connect to ensure that connections remain consistent.

Admin & Settings

• Fixed a bug where users were unable to create and edit tags with the Manage Tag permission.

Performance

• Reduced load times of the Case and Customer list screens.

Alan Finlay

4 years ago 4/25/2022

Salesforce Package 1.12

Release Date: 04/25/2022
In addition to adding multiple new features and fixing bugs from version 1.11, we have also added multiple UI/UX updates, significantly increasing the performance of the integration. Here's a summary of the updates for version 1.12.

Features and Updates

Boomtown Error Log

• Added a Boomtown Error log tab to make the basic debugging easier.
• The Boomtown error log stores any error encountered in the sync between Boomtown and Salesforce in either sync direction.
• Retry the failed Salesforce to Boomtown requests by selecting and clicking on the Retry button on the error log.
• The error log records and shares the following data points:
  • Object name: Name of the sync object this error in which this error was encountered (Case/Account/Contact).
  • Date/Time: Date and Time when the error was encountered.
  • Sync Direction: Boomtown to Salesforce/Salesforce to Boomtown.
  • Record description: Case Name/Account Name/Contact Name.
  • Record ID: Salesforce/Boomtown ID for the record.
  • Status code: Status code or the Exception ID for the error.
  • Error message: Detailed error message.

Setup & Configuration

General

• Added defensive code to handle 429 rate-limit responses.
• Added descriptions throughout the app to more clearly describe how the app works.

Configuration Tab

• Added a config file upload/download option. You can use this option to download a JSON file with all the settings in the general configuration tab, mappings tab, and Workflows tab. This JSON file can be used as a backup for all your configurations and can be uploaded to restore all the settings.

Workflows Tab

• Added an option to set Record Type IDs on Accounts and Cases workflows. Only records with that Record Type IDs will be synced between Salesforce and Boomtown. This filter will be checked before any other workflow rule in the sync process.

Bug Fixes

• Fixed a bug when a Case moved from one customer to another in Boomtown it didn’t always update to the correct Customer in Salesforce.
• Fixed a bug where a Case was added on Boomtown on a new Customer and then synced to Salesforce to create a new Customer on Boomtown post-Sync.
• Fixed a bug where the Case insertion throws a Row Lock error.

Prayas Tiwari

4 years ago 4/14/2022

Release Date: 04/29/22

Bot Navigation & Component Linking

Our latest release will facilitate Bot Builder navigation via better component linking:

• Added a button on the Embedded Flow node and corresponding right panel which redirects to the Flow in question.
• Added buttons for mapped Intents & Entities which open in dialogs as entries in their respective tabs.
• Added Flows that reference the Flow in question in the right panel of the Flow editor.

We also made the following UX improvements:

• Fixed the delivery of Bot Message Attachments (Image/Files) on web chat and case views.
• Made Bot Message Nodes resizable for better readability.
• Implemented a fix that auto-updates the names and values of mapped/referenced Entities and Intents whenever updated in their respective tabs.

Paige Camerino

4 years ago 4/14/2022

Release Date: 04/29/22

CX Manager

Communications

• Fixed a bug where incorrect character symbols were sometimes displaying in emails coming from the platform.
• Fixed a bug where some email cases were not reopening when an email was received that matched the subject of that email case.
• Fixed a bug where text was not wrapping on the transcript files generated on Cases.
• Fixed a bug where users were seeing “Message content cannot be displayed. See full message detail” in the communication panel of some Cases.
• Fixed a bug where sometimes claiming a chat would cause the chat tile to disappear from the app header.

Cases

• Fixed a bug where a user sometimes could not remove a Collaborating Team from a Case.
• Updated our Events timeline to allow for a horizontal scroll when fixed-width tables are included as Notes that extend past the edge of the column.
• Updated the required field logic to ensure all field types validate against requirements set on the Case Layout and display an interface change when Cases are saved or resolved with fields that don't meet the requirements.
• Updated the display of fields that are set as read-only on the Layout settings.

Search

• Updated our Phone search matching to allow for matching on additional formatting options, including numbers with no layouts (e.g. you can now match 9785001234 where previously it required additional formatting such as 978-500-1234).
• Updated exact match search results and sort order to ensure the highest-ranking search results are displayed at the top of the list.
• Fixed an issue where searching for a 10-digit MID would not appear in search results. We also enhanced our partial matching on the MID field as well.

Knowledge

• We added spell check to the Knowledge Editor.
• We updated the layout of the Article Events Timeline by adding icons, headers and metadata that will help editors understand the events surrounding an article. We will make additional updates to the body of each event to provide further clarity on every change that occurred on an Article.
• We added the Article Title and Subtitle to PDF exports from an Article.
• We updated the text on the "You do not have access to this content" landing page on the external Knowledge Library.
• We upgraded our Article HTML editor the latest version which will enhance functionality of the editor and fix a number of small bugs.
• We updated the list styling in the Knowledge Editor with better spacing and alignment to more closely align to the external Knowledge Library view.
• Fixed a bug where the 'Last Edited' and 'Last Published' fields were not showing up correctly in Knowledge reports.

Journeys & Automations

• Increased total available Automations from 20 to 50.
• Added a delete/change action on the Journey tab so users can remove a Journey from a Case or change to a different Journey.

Integrations & APIs

Connectors

• Updated the Zapier application to hide a few non-functional Triggers and Actions.
• Fixed a bug with Create Case, Create Location, and Update Contact actions on Zapier connector where the data was not flowing to Boomtown while setting up a zap.

APIs

• Implemented a new API for moving Locations from one Customer to another.
• Fixed an issue where importing Products via API were incorrectly matching to existing Products.

Smart Buttons (Web & SDK)

• Fixed a bug where the SDK Availability was always set to "During Business hours."
• Fixed a bug where users were able to select inactive and pending forms in SDKs and Webchat setup.

Admin & Settings

The Manage Teams, Manage Users, and Manage Reports permissions have always been sub-permissions to the Edit Organization Settings permission. With this release we are updating the Team, User and Reports permissions to be standalone so users can have those permissions without requiring the Edit Organization Settings permission.

We also updated the Add Shared Views permissions to enable users without this permission to still create Private Views that cannot be shared with others users.

Performance

• We released a few performance optimizations that reduced the load times of the Customers list as well as the Global Search results.